Customer Experience Specialist

3 days ago


Dublin, Dublin City, Ireland Permanent TSB Full time

Company Overview

Permanent TSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape. Our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.

Job Description

We are seeking a highly motivated Branch Customer Experience Champion to join our team in Navan. As a key member of our branch team, you will work collaboratively with your colleagues and Branch Lead to support the efficient delivery of business objectives and day-to-day branch operations in a compliant manner.

You will actively develop your skills through participation in our Collaborative Customer Conversations program whilst ensuring you meet the needs of our customers through promotion of our Omni-Channel approach. You will become familiar with the Bank's Customer Segmentation Strategy and take part in localised promotional activities within the territory to identify new business opportunities to increase new customer acquisition whilst maintaining positive relationships with existing customers.

  • Support in the day-to-day operation of customer service within the branch.
  • Provide an excellent level of customer service and advise our customers throughout their product/financial needs journey, further improving the customer experience with both over-the-phone and face-to-face interactions.
  • Take ownership and deal with customer queries in an effective, professional and compliant manner.
  • Generate and execute sales from lead (where qualified to do so) to fulfilment in accordance with the Omni-Channel ethos and activity management system.
  • Assist with sales campaigns including post-sales fulfilment, administration and follow-up tasks.
  • Audit cash administration duties, promoting, balancing and efficient daily maintenance of ATM/SSBM policies and procedures relevant for your branch location and model.

Required Skills and Qualifications

To be successful in this role, you will have:

  • A QFA or APA in Loans and/or Savings & Investments, with up-to-date CPD hours for the relevant CPD years.
  • If no APA held, or only one APA in Loans or S&I held, the candidate must commit to qualifying within a 2-year period to achieve APA in both Loans and S&I.
  • If no APA held, the candidate must meet the minimum entry requirements of holding an Ordinary Leaving Certificate (or equivalent) with a grade D3/O6/H6 at Ordinary or Higher Level in five Leaving Certificate subjects (including English and Maths), and/or 5+ years post-Leaving Certificate experience.

Benefits

This is a 12-month Fixed Term contract role. If this is you, please apply online on our website or via the apply link of this role. Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application.



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